In the last few weeks, we've had multiple orders where a charge was processed on the patron's bank and on our back end CC processor, but there is no order in Tessitura. We can't figure out what's going on. Has anyone else had this issue?
We had this occur for a full day (our EOFY push) due to a Hosted Payment patch going awry. Chasing was a nightmare. Some went through and were banked. Some with records in Tessitura but a few without. All had voids in our payment gateway (Windcave). However a big ongoing headache is that the bank does not accept Void requests from Windcave under certain circumstances, eg: transactions abandoned at the hosted payment gateway both in TNEW and often in the client. We've had a full investigation of this for months and if it wasn't for Tessitura Support staff I'd be completely in the dark still. The bank has little idea what we are talking about but we found that there is a second payment processor between the bank and Windcave that may be the one making those choices to deny voids. The current thought is to get the bank to accept voids. I've been busy searching for records of the transactions in LT_TNEW_PAYMENT_AUDIT and V_PAYMENT_GATEWAY_ACTIVITY